A control valve just went haywire, and no one knows what to do. A junior technician struggles to fix a costly piece of equipment. A company’s knowledge base is unavailable due to a choppy network connection.

These scenarios impact business at field service companies every day. As equipment and systems become more complicated, a skilled labor crisis is making it harder for teams to keep up. And demand is intense: The global field service management market is expected to grow to $9.2 billion in 2030 from $5.1 billion in 2025.

Vonage has announced a strategic collaboration with C3 AI, a leading Enterprise AI application software provider, to launch the C3 AI Field Services module — an AI-first solution that combines C3 AI's powerful enterprise AI capabilities with Vonage communications and network APIs to deliver superior performance, reliability, and experiences for mobile enterprise field operations.  The new features give technicians support when they need it most: on-demand access to remote experts and AI agents, and advanced connectivity capabilities so they can resolve issues faster.

These solutions, combined in the groundbreaking C3 AI Field Services module, help address some of the daily challenges that increase asset downtime and delay issue resolution:

• Increasingly complex field equipment 

• Fragmented knowledge across the organization

• Widening talent gap and training time for new technicians

• Inconsistent safety and compliance 

• Unreliable mobile app performance in congested areas

The C3 AI Field Services module gives technicians automated AI and communication workflows along with a team of specialized AI agents* for instant troubleshooting. It can also provide a high-quality video connection to remote experts for help with the toughest problems. 

Here are some of the new features in the C3 AI Field Services module.

_{*Proof of concept only. Some products and capabilities are still in development and subject to change.}

Seamless use of reliable connectivity

Vonage Quality on Demand (QoD) API** is seamlessly activated when the technician arrives and commences the work order, enabling reliable connectivity – and automatically terminates upon job completion. Reliable connectivity is delivered transparently to the user.

_{**Tested in a lab environment. Further information available upon request.}

Agentic scheduling and assignment

A scheduling agent automates daily technician schedules, converting reliability alerts into fully optimized work orders based on technician skills, experience, and proximity.

Secure and seamless login

Vonage Verify API allows technicians to securely and effortlessly log in using carrier-based silent number verification – a faster, more secure alternative to traditional SMS/OTP authentication – without having to set aside tools or gloves.

Live field-grade AI assistance

A context-aware, voice-first AI assistant synthesizes manuals, analyzes photos, and answers queries. It uses Vonage Voice API with Live Noise Cancellation for accurate real-time speech recognition – critical for reliable AI performance – and leverages QoD-enabled reliable connectivity for rapid image transfer and a responsive user experience.

Dynamic workflows

AI-generated safety (PPE) plans and dynamic task checklists with image-verified proof-of-assurance (PoA) checkpoints help ensure adherence to safety and compliance protocols on every job.

Knowledge management

A rich knowledge gallery provides  asset information, historical records, service instructions and images. Best-practice videos are also used in AI guidance within task checklists to ensure knowledge delivery. QoD-enabled reliable connectivity allows stable video streaming and file transfers.

Remote video assistance

For complex issues, the system proactively prompts the technician to connect through a video call, intelligently routed to the correct specialist. The call, which uses Vonage Video and Quality on Demand APIs, offers consistent HD quality and live features (annotations, captions, screen sharing) to enhance time-to-resolution, first-time-fix rates, and user experience.

Proof of completion and knowledge archival

After resolving the issue, the technician uploads an HD proof-of-completion video that enhances quality and compliance metrics – and serves as a valuable training and AI-guided knowledge asset. This feature leverages reliable connectivity to ensure swift uploads of media-rich files.

Automated summaries

The summary agent auto-generates a structured narrative of the job upon completion. The agent then synthesizes all notes, call transcripts, and media uploads into rich logs, which can be reliably archived using Vonage Quality on Demand API. This can improve technician capacity and enable accelerated billing due to faster completion and customer acceptance.

Vonage aims to offer network-powered solutions to enterprises where application-aware networking, including advanced connectivity capabilities, can be selectively applied to support critical field workflows. Here, this is underpinned by Vonage advanced network and communications APIs that serve as crucial tools enabling the C3 AI Field Services module to reliably deliver powerful AI and collaboration capabilities directly to the field:

• Verify API: Provides trusted carrier-based insights and verification to improve user experience and enterprise security.

• Video and Voice APIs: Enable high-fidelity, real-time communications for remote expert support and knowledge capture.

• Quality on Demand (QoD) API: Provides reliable connectivity for business-critical workflows, enabling higher first-time-fix rates and faster resolution through reliable AI and video performance.

Quality on Demand (QoD) is a core Vonage Network solution that allows an application to dynamically request the mobile network to enhance an end user's mobile connection quality based on specific application requirements.** 

The Vonage QoD solution is designed to enable API-triggered enhancements to network throughput, latency, reliability, or coverage across multiple operators, based on the underlying network’s capabilities, giving enterprise access to powerful network capabilities in a developer friendly way. Vonage combines advanced connectivity services and intelligent API invocation techniques to ensure that even in congested urban areas – where network performance is inconsistent – the C3 AI Field Services module receives superior reliability for its critical data sessions.

In the context of field services, the goal of Vonage QoD is to enable higher first-time-fix rates, faster time-to-resolution, knowledge ramp-up, and increased user adoption through:

• Rich video collaboration: High-definition video and interactive tools (like annotations, captions, screen share) ensure remote expert escalation calls remain clear and responsive.

• Rapid data transfer: Technicians swiftly download and upload videos, handbooks, rich media, and images, as well as instantaneous AI summaries. This enables effective capture and dissemination of tribal knowledge, helping to accelerate ramp-up times for new workers.

• Consistent user experience: Users benefit from a more stable high-performance mobile network connection, which is vital for the real-time functionality of the AI co-pilot and effective visual transformation of field service workflows.

_{**Tested in a lab environment. Further information available upon request}.